To troubleshoot complex problems, our Support team sometimes needs additional information about the network requests generated in your browser when the problem occurs. A member of the Support team may ask you to save a HAR file, or network request log, at the time the problem occurs and then send it to them for further analysis.

Here is the procedure to retrieve the HAR file under the Chrome browser

1. Open the browser inspector: right-click on the page and then "Inspect".

2. Select the Network tab of the inspector. Expand the inspector if the tab is hidden.

3. Make sure that logging is enabled, the light should be red. If it is grey, click on it once to start recording.

4. Perform the actions on the page that will reproduce the problem you are experiencing.

5. Export the .har file using the dedicated button. This action downloads a .HAR file to your computer

6. Upload your HAR file to the ticket or attach it to your email for the support team to analyze.

To generate the HAR file for Firefox

1. Open Firefox and go to the page where you are having problems.

2. Select the Firefox menu (three horizontal parallel lines) at the top right of your browser window, then select Web Developer > Network.

3. The Developer Network Tools open as a docked panel on the side or bottom of Firefox. Click on the Network tab.

4. Registration starts automatically when you start performing actions in the browser.

5. Once the problem has been reproduced and all the generated actions are visible in the Development Network pane (this should only take a few seconds), right-click anywhere in the File column and click Save all as HAR file.

6. Save the HAR file in a convenient location.

7. Upload your HAR file to the ticket or attach it to your e-mail so we can analyze it.

To generate the HAR file for Internet Explorer

Note: Internet Explorer is no longer supported by Microsoft and Jint.

1. Open Internet Explorer and navigate to the page where the problem occurs.

2. Press the F12 key on your keyboard (or click on the gear icon > F12 Development Tools)

3. Click the Network tab.

4. Try to reproduce the problem encountered while recording network requests.

5. When you are finished, click the Save button.

6. Name the profiling file, then click the Save button to save it as a .har or .xml file.

7. Upload your HAR file to the ticket or attach it to your e-mail, so we can analyze it.

To generate the HAR file for Safari

Before generating the HAR file, check to see if the Safari Development menu is present. If not, follow the instructions in the article Using Safari's Development Menu Tools on the Mac.

1. Open the Development menu and choose Show Web Inspector.

2. Click the Network button and complete the activity that is causing the problems.

3. Click the Export icon on the far right of the Network tab and save the HAR file.

4. Send us the file via your support ticket.